Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews; identifies and facilitates learning and career growth opportunities for the team.
Designs, implements, and tracks quantitative and qualitative metrics to measure the success of projects, people, and processes; key success metrics include NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition.
Leads SteerCos and client relationship reviews, whilst also acting as a confident, knowledgeable, and patient escalation point for any client issues.
Helps build a differentiated offering by strategies with product management and development teams to improve our client offering, operational tooling, supporting sales efforts, develop repeatable and scalable processes.
Ensures the seamless transition of newly onboarded clients into steady-state client servicing operations.
Make use of tooling to monitor and drive team performance (Salesforce, Workday, Power BI, etc.).
Required Skills
Familiarity with insurance and/or investment management market concepts a plus.
Ability to communicate information clearly, concisely, and confidently in written and verbal contexts, including small and large group settings for both internal and external (client-facing) audiences.
Microsoft Excel (VLookUp, SUMIF, Pivot Tables, VBA, etc.).
Strong computer skills, including proficiency in Microsoft Office.
Excellent attention to detail and strong documentation skills.
Outstanding verbal and written communication skills.
Strong organizational and interpersonal skills.
Exceptional problem-solving abilities.
Education and Experience
Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or related field.
7+ years of directly applicable experience (e.g. market finance, insurance, front-back office operations)
2+ years demonstrated success in a people manager role.
Experience delivering measurable KPIs weekly and monthly in prior roles.
Experience working in the market finance or FinTech industry
